Reservations Manager

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Job description

Job Overview

Oversee day-to-day sales process, operations and administration of the Reservations Sales Office. This includes monitoring standard of performance for all RSA functions, on-going training and coaching, assisting in the administration of electronic marketing and overseeing the pre-arrivals coordination process, while maintaining full knowledge of resort accommodations and amenities. Act as a liaison between all operational departments, guest, and owners to ensure clear and effective communication between parties, enhancing the resort's reputation, maximization of revenue, and the highest level of guest service.

Essential Functions

-Complete new hire training, ongoing training and monitoring of all staff, with the assistance of Aspire and Navis in order to ensure standards and revenue goals are being met.
-Manage daily Reservations Sales Agent development by monitoring and evaluating calls.
-Motivate the team to consistently perform at a 5-star level and maximize revenue for the resort.
-Manage Group Room Blocks by ensuring Group Rooms Coordinators are overseeing cutoff dates, attrition, and corresponding with client, Sales Manager, and Conference Services Manager in a timely manner.
-Follow up with reinforcement of sales techniques through coaching and counseling.
-Develop the department's training plan and participate in Aspire sales training program.
-Implement and monitor weekly/monthly activities to motivate and support team to achieve higher conversion rates and revenues.
-Maintain statistical tracking as it relates to department productivity.
-Monitor call activity and service levels, overflow calls, and total lost calls/abandonment and adjust as needed to insure proper handling.
-Oversee scheduling to ensure incoming call volume is handled in an appropriate manner.
-Participate in the interview process for all RSA and GRC's prior to hiring.
-Develop both short and long terms goals relating to interpersonal development and departmental improvement in all members of the department.
-Monitor Navis Narrowcast to ensure all agents are in compliance and maximizing revenue opportunities with outbound calls.
-Attend meetings as a representative of the Reservations Department.
-Develop or maintain Standard Operating Procedures.
-Analyze inventory and rate strategy to assist Revenue Team in selling strategy.
-Plan and facilitate team meetings and daily debriefings.
-Receive and handle guest complaints and ensure corrective action is taken.
-Monitor responses to all guest inquiries by phone, email and fax.
-Interface with Accounting as needed on billing and commission issues.
-Interface with other departments such as Front Desk, Concierge, and Housekeeping to ensure guest needs are being met.